William Simmons
Atlanta
Summary
Mortgage servicing professional with 8 years of strong expertise in loan administration, payment processing, and customer support. Skilled in resolving complex issues, ensuring compliance with regulatory standards, and maintaining accurate records. Known for collaborating effectively with teams and adapting to evolving requirements, consistently delivering reliable and results-driven performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Mortgage Servicing Analyst
BankSouth Mortgage
02.2021 - Current
- Manages multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Conducts data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Supports supervisor and associated team members to maintain system functionality.
- Exhibits strong analytical skills when reviewing financial reports, leading to valuable insights for budget allocation and loan servicing decisions.
- Compiles research data and gave professional presentations highlighting finds and recommended optimizations.
- Handles cash transactions accurately, maintaining proper documentation for accounting purposes.
- Assists with regular reconciliations between various accounting systems, ensuring consistency across all platforms.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Supported the development of new policies and procedures for loan servicing, incorporating input from key stakeholders and regulatory authorities.
- Regularly conducts comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.
- Managed a diverse portfolio of loans while adhering to investor guidelines and federal regulations related to mortgage servicing.
Customer Service Supervisor
NewRez, LLC
08.2018 - 02.2021
- Designed training programs for new hires, fostering a culture of continuous learning and skill development among employees.
- Developed and maintained relationships with customers, lenders and other third parties.
- Researched and updated industry knowledge on changing legislation and regulations.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Managed a high-volume caseload of loans in various stages of delinquency, prioritizing actions based on risk assessment outcomes.
- Supported the development of new policies and procedures for loan servicing, incorporating input from key stakeholders and regulatory authorities.
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Spearheaded quality control initiatives for loan documentation, ensuring strict adherence to regulatory guidelines and industry standards.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
Banking Operations Specialist
TD Bank
01.2016 - 08.2018
- Processed applications for new accounts.
- Streamlined banking operations by implementing new procedures and optimizing workflow.
- Assisted customers with account set-up and maintenance, ensuring accurate and up-to-date records at all times.
- Executed wire transfers, stop payments and account transfers.
- Used pivot tables to create detailed accounting reports for company executives.
- Used accounting software to prepare weekly and monthly financial reports.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Reviewed employee expense reports against company policies, safeguarding corporate funds from misuse.
Education
Bachelor of Arts - Business Administration And Management
Morehouse College
Atlanta, GaSkills
- Microsoft office
- Analytical thinking
- Time management
- Documentation and reporting
- Project management
- Data research and validation
- Data analysis and metrics tracking
- Quality assurance
- General ledger
- Accounting principles
- Customer service
- Journal entries
Certification
- Google Project Management, Professional Certificate – Coursera and Google.
- Salesforce Certified Administrator
Timeline
Mortgage Servicing Analyst
BankSouth Mortgage
02.2021 - Current
Customer Service Supervisor
NewRez, LLC
08.2018 - 02.2021
Banking Operations Specialist
TD Bank
01.2016 - 08.2018
Bachelor of Arts - Business Administration And Management
Morehouse College
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